Customer Success Manager, SaaS

JOB DESCRIPTION

Guide new F&B customers through onboarding, ensuring rapid adoption of service-time, fraud detection, and staff scheduling modules
Interview end users across departments - service staff, baristas, cashiers, store managers, and auditors - to gather adoption feedback and identify bottlenecks
Become the bridge between customers and product: surface F&B-specific needs to engineering and influence the roadmap with real operator pain points
Build onboarding playbooks and QBR frameworks tailored to QSR and F&B chain contexts
Lead weekly/monthly business reviews with Operations Managers and COOs - turning platform data into actionable insights on throughput, compliance, and cost
Proactively monitor customer health metrics and usage data to anticipate challenges and prevent churn
Identify upsell and cross-sell opportunities as customers expand locations or adopt additional use cases

JOB REQUIREMENT

Fluency in English required
SaaS Customer Success or F&B operations experience preferred
Data-driven approach; comfortable translating operational data into strategic recommendations
Strong communication and presentation skills; customers trust your industry and product knowledge
You read between the lines with people and situations - connecting over both wins and frustrations

WHAT'S ON OFFER

Competitive salary and performance-based incentives
Flexible work arrangements
Exposure to cutting-edge AI and retail technology
Career growth in a rapidly expanding company

CONTACT

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666
We are PEGASI – IT Recruitment Consultancy in Vietnam. If you are looking for new opportunity for your career path, kindly visit our website www.pegasi.com.vn for your reference. Thank you!

Job Summary

Company Type:

Product

Technical Skills:

Location:

Ho Chi Minh - Viet Nam

Working Policy:

Onsite

Salary:

Negotiation

Job ID:

J02141

Status:

Active

Related Job:

Project Manager

Ha Noi - Viet Nam


Product

  • Project Management

Establish and oversee project timelines, milestones, and sprint plans Divide high-level features into manageable tasks with well-defined objectives Ensure clear understanding of scope, priorities, and deadlines among all teams Conduct sprint planning and review meetings to align teams and set objectives Pose critical questions to the Product Owner to clarify scope, priorities, and assumptions before execution Monitor daily progress across Design, Art, Development, and QA teams Identify and proactively resolve risks, blockers, and delays Ensure timely and quality completion of tasks Analyze personnel performance metrics (KPI, efficiency, cycle time median, reopen rate, etc.) Serve as the central communication point between departments Facilitate sprint planning, daily stand-ups, and review meetings Align stakeholders on priorities, scope changes, and delivery expectations Coordinate and align workflows across departments Enhance workflows, task tracking systems, and team productivity Maintain and enforce project management tools (Jira, Notion, etc.) Suggest solutions to optimize production efficiency Regularly update leadership on project progress Clearly and proactively report progress, risks, and resource needs Offer structured data and insights to support decision-making

Negotiation

View details

Product Manager (Platform)

Ho Chi Minh - Viet Nam


Product

  • Product Management

Develop and manage the product roadmap for the Company Platform and associated software infrastructure in collaboration with engineering leads. Collaborate with autonomy, locomotion, and simulation teams to understand their tooling needs and incorporate them into platform product decisions. Establish and monitor developer experience metrics for internal teams utilizing the Company Platform, and implement enhancements based on usage and feedback. Collaborate with research engineers and infrastructure teams to determine, prioritize, and deliver software capabilities that facilitate quicker iteration on robot behavior. Establish product documentation, release processes, and internal communication frameworks as the platform matures and the team expands. Interface with external partners and customers utilizing the Company Platform to gather requirements and validate product direction. Identify and address cross-functional dependencies between software, hardware, and operations as Asimov transitions from development to large-scale deployment.

Negotiation

View details

Project Manager

Ho Chi Minh - Viet Nam


Product, AI Application Platform

  • Project Management
  • AI
  • Machine Learning

Lead the entire customer engagement process across multiple accounts, including discovery, scoping, planning, execution, validation, and expansion. Translate customer business goals into clear problem statements, solution scopes, and milestone plans for FDEs to implement. Collaborate with FDEs on solution design, making necessary trade-offs to maximize the business impact. Conduct workshops, design sessions, and milestone reviews with customer engineering and domain teams. Monitor project health and take proactive measures to resolve issues before they escalate. Drive adoption by providing customers with training, documentation, and the necessary resources to independently use our platform. Identify platform gaps, customer patterns, and expansion opportunities for product and leadership teams. Develop standardized engagement playbooks, templates, and best practices that can be applied across various accounts.

Negotiation

View details